Complaints Procedure

New Pathways encourage and, where necessary, will assist you to make your views known in relation to any part of the services we provide. It is important that you know how to make a complaint and to pass comments about our service. It is also important that you know how to register complaints directly with the Care Inspectorate as well. Please note that you do not have to provide your name when registering a complaint either with New Pathways team or external audit bodies.

For further information on our complaints procedures with regards our Housing Support Service, please refer to the “How to complain” form within your support agreement in your home. Alternatively you can ask your support worker for a copy or call our offices and have a copy posted to you.

New Pathways will endevour to ensure that the following process takes place when dealing with all complaints:

Seek to provide an immediate resolution for minor complaints or incidents where possible

Acknowledge all written complaints within 3 working days

Investigate all written complaints and report outcomes within 15 working days (unless the nature of the complaint requires longer).

Agree in conjunction with the complainant the course of action to remedy any complaint.

Keep full records of all complaints made.

You have the right to complain to us the Service Provider directly or Care Inspectorate. If you do not wish to make the complaint yourself you can have an appointed person to do this on your behalf. New Pathways will supply an annual statement containing a summary of any complaints made during the preceding 12 months and the action and response to such complaints as part of the evaluation process of our services.

It is your right to complain and in no way is this detrimental to the services we provide you. New Pathways is committed to providing you with the highest possible standard of services. This is achieved through a set of customer care standards which are set out by the National Care Standards. In addition, we receive annual inspections from the Care Inspectorate and utilise robust monitoring and evaluation systems for the purposes of quality assurance.

Complaints in relation to the provision of Housing Support Services should be addressed to: